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Lesson 5-Computer Telephony Integration. Overview. The need for automation. Automated call distributors (ACDs). Interactive voice response (IVR). Computer telephony integration (CTI). The Need for Automation .

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overview
Overview
  • The need for automation.
  • Automated call distributors (ACDs).
  • Interactive voice response (IVR).
  • Computer telephony integration (CTI).
the need for automation
The Need for Automation
  • Help desks began to use automated telephone systems to manage and route the large volume of incoming calls.
  • Private branch exchange (PBX) and Centrex systems are automated telephone systems.
the need for automation4
The Need for Automation

Private branch exchange (PBX):

  • A PBX is an internal telephone network.
  • Users share a certain number of lines for making telephone calls outside the company.
  • A PBX system allows calls to come in to the company from external telephone lines.
  • A PBX is less expensive than connecting an external telephone line to every telephone in an organization.
the need for automation5
The Need for Automation

A diagram of a PBX network

the need for automation6
The Need for Automation

Centrex (central exchange services) system:

  • In a Centrex system, a pool of telephone lines is leased at the phone company’s central office.
  • In this system, the telephone company owns and houses the equipment at their location.
  • The number of employees who may request an outside line at any given moment is not restricted.
the need for automation7
The Need for Automation

Centrex (central exchange services) system (continued):

  • This service is easy to set up, can easily be upgraded, and is highly reliable.
  • The hiring company lacks control over the system. It has little control over the quality of service provided.
  • It has fewer features than many PBX systems.
  • It costs more to lease equipment than to purchase a system over the long term.
automated call distributors acds
Automated Call Distributors (ACDs)
  • ACDs are telephone systems that route calls, prioritize calls, and play recorded messages.
  • They record the number of calls in the system, the number of dropped calls, and the average hold time.
  • ACD systems offer many features and hence are in widespread use.
  • The most important functions of an ACD system are call routing and data collection.
automated call distributors acds9
Automated Call Distributors (ACDs)
  • Call routing.
  • Methods for routing calls.
  • Data collection.
call routing
Call Routing
  • Call routing forwards a call to the appropriate help desk analyst without the need for human intervention.
  • Routing systems are also used to ensure that calls are answered within an acceptable period of time.
  • ACD systems allow calls to be routed on the basis of the resources available and the needs of users.
  • Routing software is dynamic.
methods for routing calls
Methods for Routing Calls
  • Skill-based routing (SBR) is a popular method of routing calls.
  • SBR forwards the call to the agent who can best handle the request.
  • The objective of SBR is to find the routing arrangement that provides maximum efficiency, productivity, and user satisfaction.
methods for routing calls12
Methods for Routing Calls

The most common types of SBR are:

  • Skills-based routing with multiple agent groups.
  • Skills-based routing with user-defined rules.
  • Complex skills-based routing.
data collection
Data Collection
  • ACDs collect and store data about each call.
  • Using the data, the ACD creates management reports that are used to monitor and evaluate help desk efficiency.
  • Managers can determine the number of calls abandoned, the average hold time of calls, and other statistics.
interactive voice response ivr
Interactive Voice Response (IVR)
  • IVR networks are telephone-based systems that allow individuals to interact with a telephone using the keypad.
  • They provide automated help to users, collect caller information, and route calls to the appropriate help desk agents.
interactive voice response ivr15
Interactive Voice Response (IVR)
  • IVR systems allow a user to initiate an action.
  • If integrated with other help desk technology, users can report problems, make requests, or check request status via IVR prompts.
interactive voice response
Interactive Voice Response
  • Voice applications.
  • Voice over Internet protocol (voIP).
  • Speech recognition and speech-to-text conversion.
  • Collection of caller information and assistance for people with motor skill impairments.
  • Obtain status of most recent open request and authenticate callers.
voice applications
Voice Applications
  • In voice application, users can interact with the help desk by speaking their requests.
  • This technology is used for the voice-dialing feature in wireless telephones.
  • Advantages of voice applications is that it is time saving.
voice over internet protocol voip
Voice Over Internet Protocol (VoIP)
  • VoIP (or Internet Protocol telephony) is a technology that allows voice calls to be routed over the Internet or a corporate intranet.
  • Internet telephony allows computer users to speak to one another via the Internet.
  • The advantage of VoIP is the elimination of almost all long-distance billing charges.
speech recognition and speech to text conversion
Speech Recognition and Speech to Text Conversion
  • Automatic Speech Recognition (ASR) is computer software that recognizes human speech.
  • It translates human speech into instructions that computer programs can process.
  • Speech-to-text technology has a 90 to 95 percent accuracy rate.
  • Drawback of speech-to-text technology is the amount of time required to set up the software.
collection of caller information and assistance for people with motor skill impairments
Collection Of Caller Information and Assistance for People with Motor Skill Impairments
  • Speech technology enables the collection of information from a caller, such as user ID, user name, and type of problem.
  • It saves time since an analyst receives background information on the caller before picking up a call.
  • Rather than using a keyboard to input data about a problem, the analyst speaks commands that control the cursor.
obtain status of most recent open request and authenticate callers
Obtain Status of Most Recent Open Request and Authenticate Callers
  • Speech recognition technology enables users to track their open requests in the problem management system.
  • The use of speech recognition technology saves time for the user and for the help desk.
  • A speech authenticator is a biometrics-based system that provides secure access to a company’s telephone and computer resources.
computer telephony integration cti
Computer Telephony Integration(CTI)
  • Integration of the telephone and computer-based systems is known as computer telephony integration (CTI).
  • CTI is made possible by middleware applications.
  • Middleware application is software that connects two or more separate applications across a computer network.
computer telephony integration cti23
Computer Telephony Integration(CTI)
  • Widespread availability.
  • Features and benefits.
  • Advantages of CTI.
widespread availability
Widespread Availability
  • Help desks use servers instead of mainframe computers to process and store information.
  • In a Telephony Application Programming Interface (TAPI) environment, the physical connection between a computer and the telephone system is made at desktop level.
  • In Telephony Services Application Programming Interface (TSAPI) environment, the telephone is connected to the server on a network, which is connected to a user’s PC.
features and benefits
Features and Benefits
  • Automatic display of caller and call details.
  • Routing of voice, fax, e-mail, text messaging, and live chat into a unified queue.
  • Retrieval of voice, fax, and e-mail from a single location.
  • Delivery of automated responses.
  • Data analysis and reporting functions.
automatic display of caller and call details
Automatic Display of Caller and Call Details
  • Screen pop is a screen that displays information about the user.
  • It also shows hardware and software configuration, recent upgrades, and prior problems.
  • By linking information in computer databases with incoming call information, the user and the agent save their time.
routing of voice fax e mail text messaging and live chat into a unified queue
Routing of Voice, Fax, E-mail, Text Messaging, and Live Chat Into a Unified Queue
  • A unified queue is a system through which all incoming requests pass.
  • All user inquiries, whether in the form of e-mail, live chat, or telephone, enter the same system.
  • A set of rules established by the help desk determines the priority of a call and where it will be routed.
  • Unified routing and queuing provides valuable data to the help desk manager, including real-time queue data.
retrieval of voice fax and e mail from a single location
Retrieval of Voice, Fax, and E-mail From a Single Location
  • Unified messaging enables agents to access all messages and requests in a single location.
  • It helps save time and increases productivity.
retrieval of voice fax and e mail from a single location29
Retrieval of Voice, Fax, and E-mail From a Single Location

Unified messaging capabilities in a help desk environment:

  • Listening to voice, e-mail, and fax messages on a telephone.
  • Listening to voice messages on a PC.
  • Sending voice messages via e-mail.
  • Listening to voice, e-mail, and fax messages via wireless phone.
  • Distributing a message to several recipients.
delivery of automated responses
Delivery of Automated Responses
  • An auto attendant is a phone system that answers calls with a recorded message and provides prerecorded solutions.
  • CTI can provide real-time information on the status of the entire telephone system.
  • It provides real-time data on every agent, every user, and every outstanding request.
  • Reports can be created from within the CTI programs.
advantages of cti
Advantages of CTI
  • Provision of services such as caller identification, call routing, and automated response.
  • Integration of different user access methods.
  • Efficient use of available help desk resources.
  • Integration of technology systems.
summary
Summary
  • Private branch exchange (PBX) and Centrex systems are automated telephone systems.
  • The types of skill-based routing are multiple agent groups, with user defined rules, and complex.
  • IVR networks are telephone-based systems that allow individuals to interact with a telephone using the keypad.
  • Integration of telephone and computer-based systems is known as computer telephony integration (CTI).